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“Lovely but customer service lets it down” 2 of 5 bubbles
Review of Peckforton Castle

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Peckforton Castle
Liverpool, United Kingdom
Level Contributor
41 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
“Lovely but customer service lets it down”
2 of 5 bubbles Reviewed 20 February 2012

I stayed on the 18th February, the stay was a birthday present for my husband. I decided I wanted to stay somewhere special. The castle was fantastic, however from the moment we arrived, the customer service experience was not too good. As there were functions taking place, the only bar available to residents was the Brasserie which, to be honest, lacked any atmosphere. We were so looking forward to being able to experience the castle and all the facilities. The room was lovely, however having stayed at many lovely hotels, do feel it overpriced. Service at dinner was not good. We waited half an hour for our starters and when they came we asked for a little bit of bread, which eventually arrived after the starter plates had been cleared. The main courses were not as described on the menu and when the desert arrived, we had to chase after the waitress for cutlery to eat it with. That evening, it was quite noisy with the music from the wedding. The morning after, we were told to go to the 1851 restaurant for breakfast to be told we needed to be in the Brasserie as they split breakfast into two rooms. We then waited 10 minutes at the empty brasserie and were ignored, my husband had to go an get someone to see to us. I had to then ask the waitress if we could order and as we ordered she walked away nodding making us both feel pretty much ignored. People who arrived after us experienced the same service. This really is a lovely hotel and if you were looking for a one off special night, and if the whole castle was available, I would recommend it. However, it is overpriced with rooms not available until after 3 and check out at 10.30, you do not get value for money. I would not stay here again and would not recommend to any of my friends.

  • Stayed February 2012, travelled as a couple
    • 2 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
5 Thank barba m
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MatthewNaylor, Director of Sales at Peckforton Castle, responded to this review, 21 February 2012
Your comments are not what we want our customers to experience so if you could contact me to discuss in order that we may rectify the issues i would be very grateful 01829260930.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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1,905 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (432)
Date | Rating
  • Chinese (Traditional) first
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Russian first
  • Any
English first
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 18 February 2012

hi all,just a quick reply to the two nites we stayed,13th and 14th feb,in a word AWESOME,two nites were just not long enough,i recomend three its that good.the driveway to the castle shows you what ur in for,true class at its best,location,the size of the castle,the views,i could go on.the waiters were excellent,Dec we called him was great,the hotel manager who only started the same day was very very helpfull and looked after us,thank you MICHAEL.the bedroom we stayed in was the bentley a four poster with a huge bathroom,the best rooms are the ones with a name,5 STAR MORE LIKE 8 STAR am not kidding,the castle itself is huge,you can easily get lost,its the best two days in an hotel ive ever had,and carnt wait to go back very soon.THANK YOU ALL AT PECKFORTON CASTLE THE BEST .

Room Tip: best rooms to go for are the ones with a name,ie bentley,buxton,huxley
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  • Stayed February 2012, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank dazzerbm
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MatthewNaylor, Director of Sales at Peckforton Castle, responded to this review, 20 February 2012
Thank you for taking the time to post your review, we are glad you enjoyed yourselves and hope to see you soon.......'for a 3 night stay next time'
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Fleet, England, United Kingdom
Level Contributor
5 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
2 of 5 bubbles Reviewed 17 February 2012

Having read a number of other comments on here I feel obliged to write my own, I have travelled worldwide over many years and have never felt so compelled to write as I do now.

The Castle - The part we stayed in was almost perfect, apart from a view of gas tanks and assorted rubbish in the make beleive moat, it was an executive room. The bed was a comfortable 4 poster and we had no complaints of that. The Bathroom was lovely, a big deep bath and plenty of space, all was good in there also.That sums up the good stuff.

Now for the negative part;

Check in is quite late at 4pm, we arrived earlier than planned and when we asked if we could check in early were given a very emphatic, NO ! No, I will check and see what I can do, just a NO.
So, we decided to have some lunch in the brasserie, which is a rather small bar area with a waitress who seemed to have a total lack of interest in her job, we had to get our own menus and waited for 15 minutes or so before she deigned to take even a drink order. Staff training desperately needed here, where is Gordon Ramsey when you need him !
Eventually our food arrived, part of which was substituted for something other than that which we ordered. The waiter, on being told had to get a menu to check for himself and then ambled off as our food cooled, eventually he strolled back and casually informed us "Oh yes, chef says we have run out of Grissini, I can go and see if I can find some crackers ?" by then we had decided to eat our food as we were both hungry did not want to eat cold food. A lack of apology was very evident.
As we could not find anywhere to sit and relax, other than in the tiny brasserie, we had really no option but to go out, theres not much to see outside the castle other than lots of woods and a car park and a crazy golf course in the moat. There are a number of captive birds of prey who looked pretty miserable sitting on their perches but not much else. Shame really its a lovely location and is sorely in need of a decent bit of landscaping.
Went to Chester, amazing town !, came back to finally be allowed into our room, which was clean and well appointed.
I had booked a romantic meal for 2 as part of a Valentine package - 4 course meal and a gift for my partner.
3 of the courses were adequate but to call bread a "Course" is bordering on mis-representation ! The staff lacked sparkle that decent well trained restaurant staff have, I have eaten in some exceptional restaurants, sadly this was not one of them.
The "Gift" for my partner was a miniature box of chocolates, which consisted of 2 tiny chocolates, if I had presented this as a gift to anyone I think they would quite rightly turn their noses up. It would have been better we felt to have omitted the "gift" entirely rather than present something so cheap and pretend it was worth having.
I was overcharged for my room, which I did complain about. No apology was offered, and I was offered a refund as a "gesture of goodwill" HELLO !!! You overcharged me !! You dont offer me my money back as a gesture, any decent hotel would be mortified and at the very least offer an apology. Dont expect this here.
Check out was a long affair, they were busy............busy chatting to one another rather than checking out customers ! Amazing !! Eventually, someone deigned to serve us and at no time were we asked whether we had a good time or encouraged to offer any feedback, Total disinterest !
I always think that you can really get the measure of a person or an organisation by the way they deal with customer problems and complaints, the customer care at this hotel is in dire need of sorting out. The staff we encountered were indifferent, poorly trained, unproffesional and certainly unapologetic and lacking in courtesy.

This is a shame as this is a unique building and hotel and could be so much better. There is a distinct lack of teamwork and leadership here which really does need to be resolved.

Room Tip: Stayed in an Executive room which was fine
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  • Stayed February 2012, travelled as a couple
    • 2 of 5 bubbles
      Value
    • 2 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
3 Thank Phil R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MatthewNaylor, Director of Sales at Peckforton Castle, responded to this review, 20 February 2012
Thank you for your feedback on your stay, we are in the service industry and some of the issues you seemed to have encountered are definately not inkeeping with are usual high standards so i would be grateful if you could contact me to discuss further on 01829 260930 option 2.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Manchester, United Kingdom
Level Contributor
6 reviews
common_n_hotel_reviews_1bd8 8 helpful votes
5 of 5 bubbles Reviewed 16 February 2012

Brilliant location - they had done an amazing job of restoration after the fire - hard to think of how it could be better - and the staff are really friendly - what more can you say!

  • Stayed February 2012, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank NathanJSmith
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MatthewNaylor, Director of Sales at Peckforton Castle, responded to this review, 21 February 2012
Nathan thank you for your comments, visit again soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Cambridge, United Kingdom
1 review
5 of 5 bubbles Reviewed 13 February 2012

We married here at the end of January as we fell in love with the brilliant medieval atmosphere of the Castle's log fires, tapestries,candle lit rooms,Suits of Armour, shield and swords on most of the stone walls etc etc! We have some really unusual outstanding backdrops for our photo's, even though it was mid winter!
The staff were fantastic,so friendly and approachable and everything went perfectly without us having to worry about a thing.
We were made to feel so special, even though they hold about four or five weddings a week, their enthusiasm and hard work never waned! The food was was piping hot and absolutely delicious and the service was impeccable.
We stayed for two nights along with over 80 of our guests who gave excellent feedback regarding their lovely rooms,and their surprise at how warm a Castle could be, many vowing to return!
We stayed on after our guests left and had a wonderful massage in the 'Tranquillity spar' which left us totally relaxed and pampered after all the excitement.
A big thank you to ALL staff for making our day perfect, it surpassed all our expectations.WELL DONE!

Stayed January 2012, travelled with friends
Helpful?
Thank SLS186225
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MatthewNaylor, Director of Sales at Peckforton Castle, responded to this review, 14 February 2012
Such a special day in your lives needs a special environment so thank you for selecting Peckforton Castle. We genuinely wish you many many happy years and look forward to you returning.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Manchester, United Kingdom
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 13 February 2012

Just refurbished after a fire last year, we stayed in the Cotebrook room, wonderfully furnished and spacious, views over the castle lawn with its peacocks and birds of prey. Very comfy bed, beautiful attention to detail in the room right down to the curtain tassels, a real 'no expense spared' feeling. Best of all, the lovely deep slipper bath - so relaxing, and with Thierry Mugler complimentary toiletries.

Dinner at the 1851 restaurant in the castle was incredible. We'd been worried because the menu looked so ambitious, but it was really pulled off. Locally produced cheese board was also well worth it, restaurant ambience was sophisticated and romantic (candle lit), and staff nicely attentive.

All in all - this stay felt like a real treat. How often do you get to stay in a real castle that's warm, inviting and luxurious? We've already resolved to go back.

NB: this was a 'couple' stay but it's obviously also a wonderful place for a family weekend.

Room Tip: Cotebrook room was excellent, but any with a window onto the castle lawn will be quiet and romantic.
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  • Stayed February 2012, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank janecsmith
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MatthewNaylor, Director of Sales at Peckforton Castle, responded to this review, 14 February 2012
It sounds like your stay was everything you wished for and thats what we aim to achieve. Your comments have been passed to the relevant teams and we look forward to you returning.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Stoke-on-Trent, United Kingdom
Level Contributor
608 reviews
68 hotel reviews
common_n_hotel_reviews_1bd8 241 helpful votes
5 of 5 bubbles Reviewed 12 February 2012

Had a fantastic stay at peckforton in November last year. Extremely romantic as we got engaged here and in a very beautiful setting with a falconry area within the courtyard. Rooms are very clean and the food in the snack bar is very nice and a lot cheaper than the restaurant. Overall a brilliant time and very posh.

  • Stayed November 2011
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank ZBH88
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MatthewNaylor, Director of Sales at Peckforton Castle, responded to this review, 14 February 2012
Zoe thank you for your review and congratulations on your enagement.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Peckforton Castle

Property: Peckforton Castle
Address: Stone House Lane, Tarporley CW6 9TN, England
Region: United Kingdom > England > Cheshire > Tarporley
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Suites Wheelchair access
Hotel Style:
Ranked #1 of 2 Speciality Lodging in Tarporley
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Peckforton Castle 4*
Number of rooms: 47
Official Description (provided by the hotel):
Welcome to Peckforton Castle - An enchanting Hotel in the heart of Cheshire. Rising majestically above the Cheshire landscape, the castle is both enigmatic and enchanting. Originally the home of Lord Tollemache and built in the early 19th Century, this Grade I listed building is the only intact medieval style Castle in the country. Over the years the castle has been the location for numerous movies including Robin Hood and Dr Who. Now owned by the Naylor family, the stunning exterior has been complemented by a loving and considered restoration programme resulting in a magnificent hotel and venue offering contemporary luxury and impeccable service. Services include 48 stunning individual guest rooms, conference, events, and wedding facilities for up to 180. Tranquility beauty, on site Falconry and team activities all adding up to a rather magical experience. Dining at the Castle truly is a special occasion, welcoming the public as well as hotel guests. The 1851 Restaurant offers a dining experience fit for royalty. Holder of 3 AA Rosettes and a Taste Cheshire Award. Alternatively the more informal and cosmopolitan 2010 Brasserie, located in the former scullery of the castle, features many of the amazing features of the original scullery including two cast iron cooking ranges dating back to the 1840's. Peckforton Castle's enchanting medieval style beauty and stunning location make it a truly impressive and desirable venue for weddings, christenings, birthday parties, or just about anything that's worth celebrating. Everything plays a part; the fabulous setting, stunning location, the attentive service and smiling faces, the bespoke menus and decorations. A magnificent venue for conferencing and meetings. Within the medieval walls, old and new combine seamlessly to offer state of the art multi media and conference facilities. Captivating on arrival, Peckforton Castle's unspoilt, natural beauty will stimulate and motivate, delight the eye, inspire the mind, tantalise the taste buds and leave you enchanted. ... more   less 
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Also Known As:
Peckforton Castle Hotel Tarporley

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